数据挖掘技术在中小型制造企业CRM中的应用

客户关系管理（CRM）是一种全新的管理理念，是提高企业竞争力的一种手段，而数据挖掘技术为CRM的实施提供了良好的支持。简单介绍了CRM系统的基本理论知识，分析了数据挖掘技术在中小型制造企业CRM系统中的主要应用，详细论述中小型制造企业运用数据挖掘技术，提高企业信息管理水平和企业竞争力，使企业建立以客户为中心的经营模式。结合中小型制造企业的特点，详细分析当前制造企业管理的困境，提出了中小型制造业具体在CRM中实施的步骤和方法。     

如何控制CRM项目预算

控制项目预算是执行项目管理的重点，尤其是对CRM项目。统计数据表明，CRM项目的实施失败率高达70％。对于中小企业而言，CRM项目更会对他们的财务状况牵一发而动全身。     

走出CRM误区

很长一段时间,理论界对于CRM的研究还紧紧围绕其内在的理论意义,而对外在的CRM系统实际应用情况关注少之又少。我国的CRM系统在应用上究竟存在哪些问题? 实施问题多目前企业对CRM的认识理解上存在严重的误区,这种误区可能是造成CRM失败的最主要原因。这种认识上的偏差在基层工作人员和高层领导者之间都普遍存在。误区一:实施CRM就是花钱买来一套现成系统国内许多正在引进CRM系统的企业到目前仍认为CRM仅是购进的一套软件系统,只要上了,企业就算成功引进客户关系管理。这种认识上的错误导致许多企业将CRM项目预算的90％都花在购买功能齐全的CRM系统上,而对人员的培训和系统流程的调整投入很少。这种本末倒置的作法为项目的失败埋下伏笔。实际上,那     

CRM更是管理项目

目前国内越来越多的制药企业能够考虑到客户关系管理系统的应用,这是一个可喜的现象。制药企业如何实施CRM? 根据创智公司的CRM实施经验,我们认为首先应考虑的是系统的定位问题。CRM系统最终目的是提高客户满意度,以客户的满意度来促进企业自身的更大发展,实现企业价值。因此,CRM的建设不仅是技术项目,更是管理项目。可以说,没有管理和观念的变革,就没有成功的CRM系统。CRM系统     

自我满意的结果最重要

一个CRM项目是否能够成功，关键取决于该项目与企业内部管理流程的结合程度、企业在战略上是否重视CRM、在流程优化方面是否有执行力等因素。企业实施CRM的最高境界，应该是能够将CRM无形化，并将它渗透到企业的每个环节内。     

“鱼”和“熊掌”兼而有之

在CRM培训时，通常间的第一个问题就是：“你所理解的CRM是一个什么样的概念？大家畅所欲言，发表自己的看法。”回答者的答案几乎没有相同的，例如“CRM是一种客户数据库系统”，“CRM是一套计算机系统，它是一种科学管理客户的方法”，“CRM是一种文化，CRM是一种哲学”、“CRM是一种更先进的营销系统”、“CRM是为了更好地算计客户”、“CRM是一种集营销、销售和服务功能于一体的管理信息系统”……，其实所有的答案本身都     

数据挖掘技术在中小型制造企业CRM中的应用

客户关系管理(CRM)是一种全新的管理理念,是提高企业竞争力的一种手段,而数据挖掘技术为CRM的实施提供了良好的支持。简单介绍了CRM系统的基本理论知识,分析了数据挖掘技术在中小型制造企业CRM系统中的主要应用,详细论述中小型制造企业运用数据挖掘技术,提高企业信息管理水平和企业竞争力,使企业建立以客户为中心的经营模式。结合中小型制造企业的特点,详细分析当前制造企业管理的困境,提出了中小型制造业具体在CRM中实施的步骤和方法。     

以客户为中心的CRM体系结构

客户关系管理系统（CRM）是提高企业核心竞争力的有力保障。但现有CRM产品存在某些缺陷，如不以客户为核心进行客户服务、客户服务过程自动化缺乏柔性，以及系统各功能模块协同能力较差等。针对上述问题，提高了以业务过程分类为基础的，基于事件驱动、工作流技术和ECA规则实现CRM系统体系结构的方法。该体系结构能够有效地解决目前CRM产品中的上述问题，为改善现有CRM产品的性能和开发性能更优的产品提供了一种新的手段。     

改进的k-means聚类算法在供电企业CRM中的应用

针对k-means算法存在的不足,提出了一种改进算法。针对目前供电企业CRM系统的特点提出了用聚类分析方法进行客户群细分模型设计,通过实验验证了本文提出的k-means改进算法的高效性。实验结果证明聚类分析算法在CRM中实施类分析方法的客户群细分过程模型是行之有效的。     

部署分析型CRM的策略研究

我们可以把CRM分为运营型CRM、分析型CRM和协作型CRM。这三种形式的CRM具有不同的实施难度和实施成本，其中分析型CRM不仅“技术含量”高，而且被实施和掌握的难度也比较高，因此对于很多企业而言，部署分析型CRM已经成为企业一道难以逾越的“门槛”，那么企业到底如何来部署分析型CRM系统呢？在本文中，我们提出了三种部署分析型CRM的模式－自建，购买，外包，并说明了采用“外包”模式所具有的独特优势。     

面向客户的CRM体系结构研究

客户关系管理系统()是提高企业核心竞争力的有力武器,但现有产品存在一定的缺陷。文章提出一种以业务过程分类为基础的,并采用事件驱动的、基于扩展ECA规则的方法实现的CRM系统体系结构。该体系结构能够有效地解决目前CRM产品中存在的一些问题,为改善现有CRM产品的性能和开发新产品提供了一种新的途径。     

Autonomous rule induction from data with tolerances in customer relationship management

In this paper, application of the rough set theory (RST) to feature selection in customer relationship management (CRM) is introduced. Compared to other methods, the RST approach has the advantage of combining both qualitative and quantitative information in the decision analysis, which is extremely important for CRM. Automated decision support for CRM has been proposed in recent years. However, little work has been devoted to the development of computer-based systems to support CRM in rule induction. This paper presents a novel rough set based algorithm for automated decision support for CRM. Particularly, the approach is capable to handle real numbers instead of integer numbers through introduction of converted numbers involving tolerances. Being unique and useful in solving CRM problems, an alternative rule extraction algorithm (AREA) is presented for discovering preference-based rules according to the reducts which contain the maximum of strength index (SI) in the same case, where the data with tolerance. The empirical data set associated with CRM has proven the validity and reliability of these approaches. This research thus contributes to developing and validating a useful approach to automated decision support for CRM. This paper forms the basis for solving many other similar problems that occur in the service industry.     

Enhancing market service and enterprise operations through a large-scale GIS-based distribution system

We develop a large-scale service information system integrating market analysis, customer relationship management (CRM), and distribution service optimization. The system is based on geographical information systems (GIS), and the goals include reducing the distribution cost, increasing the efficiency, satisfying customer demand, and improving service quality. We discuss in detail the design of the model and the implementation of the system. The main contributions of this work are: (1) proposing a new workload evaluation method based on statistical analysis of the large data set. The workload measure is based on GIS and enterprise databases, which address the workload imbalance issue in distribution; (2) implementing an optimal distribution model to serve nearly a hundred thousand retailers. The model contains two stages and uses a Cluster-First-Route-Second approach. In the clustering stage, we improve the K-means method; while at the routing stage, we design a hybrid heuristic algorithm for GIS data by employing the genetic algorithm and simulated annealing techniques; and (3) integrating market analysis, CRM, and distribution service optimization to improve market service and enterprise operations.     

Visual Analysis of Confocal Raman Spectroscopy Data using Cascaded Transfer Function Design

2D Confocal Raman Microscopy (CRM) data consist of high dimensional per‐pixel spectral data of 1000 bands and allows for complex spectral and spatial‐spectral analysis tasks, i.e., in material discrimination, material thickness, and spatial material distributions. Currently, simple integral methods are commonly applied as visual analysis solutions to CRM data which exhibit restricted discrimination power in various regards. In this paper we present a novel approach for the visual analysis of 2D multispectral CRM data using multi‐variate visualization techniques. Due to the large amount of data and the demand of an explorative approach without a‐priori restriction, our system allows for arbitrary interactive (de)selection of varaibles w/o limitation and an unrestricted online definition/construction of new, combined properties. Our approach integrates CRM specific quantitative measures and handles material‐related features for mixed materials in a quantitative manner. Technically, we realize the online definition/construction of new, combined properties as semi‐automatic, cascaded, 1D and 2D multidimensional transfer functions (MD‐TFs). By interactively incorporating new (raw or derived) properties, the dimensionality of the MD‐TF space grows during the exploration procedure and is virtually unlimited. The final visualization is achieved by an enhanced color mixing step which improves saturation and contrast.     

Performance comparison based on customer relationship management using analytic network process

Customer relationship management (CRM) is a multi-perspective business paradigm which aims maximizing the benefits gained from relationships with customers. The aim of this paper is to compare the CRM performances of e-commerce firms using a multiple criteria decision making (MCDM) approach. Analytical network process (ANP) is a MCDM methodology which can take the inner and outer dependencies among multiple criteria into consideration. As there are dependencies among CRM performance evaluation criteria, ANP is used for comparing the CRM performances of the e-commerce firms under consideration. A sensitivity analysis also provided in order to monitor the robustness of the proposed ANP framework to changes in the weights of evaluation criteria. To the authors’ knowledge, this will be the first study which evaluates CRM performance using ANP.     

Specifying distributed multi-agent systems in chemical reaction metaphor

This paper presents an application of Chemical Reaction Metaphor (CRM) in distributed multi-agent systems (MAS). The suitability of using CRM to model multi-agent systems is justified by CRM's capacity in specifying dynamic features of multi-agent systems. A case study in an agent-based e-learning system (course material updating) demonstrates how the CRM based language, Gamma, can be used to specify the architectures of multi-agent systems. The effectiveness of specifying multi-agent systems in CRM from the view point of software engineering is further justified by introducing a transformational method for implementing the specified multi-agent systems. A computation model with a tree-structured architecture is proposed to base the design of the specified multi-agent system during the implementation phase. A module language based on the computation model is introduced as an intermediate language to facilitate the translation of the specification of multi-agent systems. The multicast networking technology pragmatizes the implementation of communications and synchronization among distributed agents. The paper also discusses the feasibility of implementing an automatic translation from the Gamma specification to a program in the module language. This work is supported by University of Houston-Downtown Organized Research Committee.     

房地产项目可行性研究辅助系统的建模

在房地产项目开发过程中,可行性研究是投资者决策成功的依据。目前,对可行性研究等工程项目的上游工作,缺乏有效的计算机辅助系统。文章根据目前可行性研究工作的现状,结合利用GIS、人工智能及CSCW等信息技术,提出了一个房地产项目可行性研究集成化辅助系统的模型,为相应系统的开发奠定了基础。该系统的成功开发将有力地支持房地产项目开发的前期工作。     

Forecasting social CRM adoption in SMEs: A combined SEM-neural network method

The growth of social media usage questions the old-style idea of customer relationship management (CRM). Social CRM strategy is a novel version of CRM empowered by social media technology that offers a new way of managing relationships with customers effectively. This study aims to forecast the predictors of social CRM strategy adoption by small and medium enterprises (SMEs). The proposed model used in this study derived its theoretical support from IT/IS, marketing, and CRM literature. In the proposed Technology-Organization-Environment-Process (TOEP) adoption model, several hypotheses are developed which examine the role of Technological factors, such as Cost of Adoption, Relative Advantages, Complexity, and Compatibility; Organizational factors, such as IT/IS knowledge of employee, and Top management support; Environmental factors such as Competitive Pressure, and Customer Pressure; and Process factors such as Information Capture, Information Use, and Information Sharing; all having a positive relationship with social CRM adoption. This research applied a following two staged SEM-neural network method combining both structural equation modelling (SEM) and neural network analyses. The proposed hypothetical model is examined by using SEM on the collected data of SMEs in Kuala Lumpur, the central city of Malaysia. The SEM approach with a neural network method can be used to investigate the complicated relations involved in the adoption of social CRM. The study finds that compatibility, information capture, IT/IS knowledge of employee, top management support, information sharing, competitive pressure, cost, relative advantage, and customer pressure are the most important factors influencing social CRM adoption. Remarkably, the results of neural network analysis show that compatibility and information capture of social CRM are the most significant factors which affect SMEs' adoption of this form of customer relationship management. The outcomes of this research benefit executives' decision-making by identifying and ranking factors that enable them to discover how they can advance the usage of social CRM in their firms. Furthermore, the findings of this study can help the managers/owners of SMEs assign their resources, according to the ranking of social CRM adoption factors, when they are making plans to adopt social CRM. This study differs from previous studies as it proposes an innovative new approach to determine what influences the adoption of social CRM. By proposing the TOEP adoption model, additional information process factors advance the traditional TOE adoption model.     

The design and delivery of crew resource management training: exploiting available resources

Despite widespread acceptance throughout commercial and military settings, crew resource management (CRM) training programs have not escaped doubts about their effectiveness. The current state of CRM training is an example of how an entire body of pertinent research and development has not had the impact on practice that it could. In this paper we outline additional resources (i.e., principles, information, findings, and guidelines) from the team training and training effectiveness research literatures that can be used to improve the design and delivery of CRM training. Some of the resources discussed include knowledge about training effectiveness, training teamwork-related skills, scenario design, and performance measurement. We conclude with a discussion of emerging resources as well as those that need to be developed. The purpose of this paper is to provide the CRM training developer with better access to resources that can be applied to the design and delivery of CRM training programs.